Director - Customer​/Studio + Business Consulting

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In a world of dramatic and fast-paced change, the ability to deliver seamless and innovative customer experiences is critical. As a consulting professional as part of our Customer & Growth practice, you will help clients design and deliver exceptional experiences that align with their vision and strategic objectives. Joining one of our high-performing, globally integrated teams, you will work closely with our clients to ensure they deliver value through strategic design and customer‑centric solutions.

You will own work streams, lead project teams, and act as a primary client contact, ensuring that engagements align with EY’s strategic objectives and client needs. Working in a globally connected and high-performing environment, you will help clients develop customer‑centric and growth‑driven strategies while contributing to the ongoing development of our practice.

With access to EY’s structured learning and leadership development programs, you will refine your expertise in customer experience, digital transformation, and growth strategy, preparing for the next step in your career.

The CX Director will lead and grow the Customer Experience consulting portfolio within the Kingdom of Saudi Arabia (KSA), supporting government entities, semi‑government organizations, and private‑sector clients across key industries. The role is responsible for defining CX strategy, leading transformation programs, designing service models, and overseeing implementation of CX operating frameworks aligned with Saudi Vision 2030 priorities.

This is a leadership role requiring experience in the GCC region—especially in KSA—and strong expertise in customer strategy, service design, digital experience, and transformation programs.

• Lead end‑to‑end CX engagements from strategy through execution for clients across government and utilities.
• Develop customer‑centric strategies, service models, and operating frameworks tailored to Saudi cultural norms and regulatory requirements.
• Oversee customer journey mapping, service blueprinting, persona development, and experience re‑design.
• Drive implementation of CX operating models, governance frameworks, voice of customer programs, CSAT/NPS measurement systems, and service charters.
• Ensure high‑quality project delivery aligned with global consulting standards and client expectations.
• Serve as the senior point of escalation on major transformation programs.

• Build and expand the CX consulting practice’s footprint within Saudi Arabia.
• Lead proposal development, solution design, RFP responses, and executive‑level client discussions.
• Identify opportunities to cross‑sell complementary services such as digital transformation, service excellence, customer operations, AI/analytics, and organizational change.
• Support the acquisition of strategic accounts by leveraging sector knowledge and relationships.

• Translate Vision 2030 initiatives into actionable CX programs for ministries, authorities, and giga‑projects.
• Ensure CX strategies reflect Saudi customer expectations, service quality benchmarks, and local regulatory frameworks.
• Advise on national service excellence programs, customer charters, and KPI frameworks.
• Work closely with government stakeholders on citizen‑experience enhancement and service delivery modernization.

• Lead multi‑disciplinary consulting teams and mentor consultants, managers, and senior managers.
• Drive capability building within the CX practice – methodologies, tools, accelerators, and industry‑specific frameworks.
• Foster a performance‑driven, collaborative, and culturally aware team environment aligned with Saudi norms.
• Support talent acquisition and onboarding of Saudi nationals to align with localization (Saudization) targets.

• 12–18+ years of consulting experience…